customer-experience Case Study

From the Boardroom to the Front-line, Are You Ready to Benefit From Your CX Efforts?

The Situation

Lights hanging from a ceiling

The Challenge

An outdoor light installment on a street at night

Approach + Solution

We implemented a program to continuously collect data regarding the experience at key moments of truth.

We then created a customized reporting package using a weighting approach consistent with the client’s tiered service strategy. This allowed teams to understand their performance, have responsibility for it, and create action plans for improving service when needed.

The client used the results to reward and recognize employees at multiple levels within the organization to fully align around its customer-focused goals.

Results

The client achieved year-over-year improvements in service for a record number of quarters.

Their value, as indicated by their stock price, also increased as service improved.

Light trails on vehicles in the city

Final Word

Consistency is key to loyalty and creating an environment where teams can easily understand how they perform relative to their own goals ensures that performance stays consistent throughout the organization.
Our retention rates and lengths of engagement reflect our unwavering focus on surprising and delighting each and every customer, each and every time.
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